Archive for the ‘Customer Service’ Category

Twitter for Business

Friday, June 18th, 2010

Many companies and often your competitors will be using twitter as a medium to engage with their customer base. How can this be achieved effectively and how can you make the most of your time on twitter to promote your business and your brand and create the interaction with your customers.

Rather than writing a long article on this (who wants to read that when there are nice videos to watch) we have scoured the web and selected the following videos to provide you with a head start on using twitter form your business.

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Selecting a web partner

Tuesday, April 6th, 2010

It can be a difficult choice when looking at who to use to design and develop your new website. Do you go to a freelance developer, do you pick a local company or pick one from Google. Some people can get blinded by the promises that some unscrupulous marketeers can make “I’ll get you to the top of Google”, “We’ll double your sales” etc etc. Many agencies and freelancers can and do successfully undertake this but for every success story, there is often a story of frustration and pain. This is often caused by a promise of big results for very little money.

By spending very little on your website, it is likely you may encounter one or more of the following common frustrations:

  • Very little control over the content on your website. Remember it is YOUR website and at the very least you should have some sort of content management system to update the pages
  • Your website is built on template which has been used on many other websites before. Your website should look unique and whilst we are not trying to re-invent the wheel, we can at least make you stand out in a crowded marketplace
  • Badly constructed or inaccessible code. This is often not seen by the client and whilst the client gets a website for their money, poor code can add extra time to further developments, undermine the website stability and ultimately affect the visibility of the website to search engines.
  • Minimal testing has been undertaken and whilst the client must take some responsibility when signing off the website, any agency worth their salt will guide the client through the key visitor journeys so they can be confident the website is fully tested. Don’t let customer complaints be your first key that something is wrong.

I meet many people through the networking circuit who ask me to have a look at their website and I am happy to provide a FREE consultation service to highlight any issues the site may have as well as provide a strategic approach to marketing the website.

The main barrier to rectifying these sites is often budget – “I’ve spent £1000 on this website and it should just work” is regularly said to me. I cannot fault the logic – however a little bit of knowledge can be a valuable thing so here are 5 tips which can aid your decision in which web design company to work with.

Meet with them

get a feel for the characters who will be looking after your business on the web. It is essential that they understand your business and your goals. If you feel that this is not the case then walk away.

Check out their experience

don’t just look at their website, look at their clients websites, click around them, can you do all the things you would expect to do?

Get a watertight specification

any website should have a functional specification document which will explain how your website will work and the functionality which will be available to the visitor and the administrator. Would you cook something without first reading the recipe?

Compare and contrast

don’t be afraid to speak with more than one company and shop around for what prices and ideas are available to you. Be realistic with your budget and see what you can afford.

It should be explained in plain English

if you are baffled by the jargon used, don’t be afraid to ask. If it still doesn’t make sense ask again. If it cannot be explained to you in terms you understand, why is it being suggested to you.

If you would like to find out more information about how Vertebrate Graphics can help with your website, please contact Owen Evans on 0114 267 9277

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Vertebrate Graphics and Wildscapes

Thursday, March 25th, 2010

Vertebrate Graphics are proud to working in partnership with the Sheffield WIldlife Trust to develop their new Wildscapes website. After working with Wildscapes to design their brand and on a number of offline projects, we successfully tendered for design and development of the website.

Wildscapes have been working with us for a couple of years since the inception of their brand identity back in 2008. We have undertaken a variety of graphic design projects including stationery, brochures, large banners and leaflets and we are delighted to use this experience to design and develop the new website.

We take pride in the service we offer to our clients and in the fact that our clients keep on coming back to us. By offering a high quality service and innovative design coupled with robust development, we believe our offering is second to none.

Owen Evans, Digital Business Manager said “We have a great creative team and relish the opportunity to showcase our excellent design and development skills to an organisation such as Sheffield Wildlife Trust. With more media and public interest around businesses and their environmental impact, the new Wildscapes will not only promote their services but provide a valuable resource for businesses of all sizes.”

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Mayday Mayday, website down

Monday, March 15th, 2010

We are experiencing  problems on our website which is hosted with Plus Net. Despite it being down since Friday afternoon and them having the weekend to fix the problem, it is still not available at the time of writing this article.

How a company the size of Plus Net can plan to upgrade their servers without:

a.  informing their hosting clients about a potential outage and allowing them to make contingency plans – how hard is it to email all with a common courtesy

and

b.  going about this change with what what seems like no contingency plan for any sort of outage such as this.

In this day and age, can a web design and graphic design company afford to be without their website for over 3 days. I would suggest the answer is no.

Problems and unforeseen circumstances do occur in life and in business, but what annoys any customer is the waiting with no contact, no information; apart from a service update page buried in their website and no prior warning communication. Customer service and courtesy can help any company when problems occur – making the customer feel valued can be the difference between a glitch  and a goodbye.

Will we continue with Plus Net – I’ll let you make your mind up on that one.

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